Alex Hansen
About Alex Hansen
Alex Hansen is a Senior Account Manager at Freestar, where he has worked since 2022. He has extensive experience in account management and technical support, having held various roles at companies such as VMware, Sortable, and RSA.
Work at Freestar
Alex Hansen has been serving as a Senior Account Manager at Freestar since 2022. In this role, he is responsible for managing client accounts and ensuring customer satisfaction. His experience in account management allows him to effectively address client needs and foster strong relationships. Freestar is known for its innovative solutions in digital advertising, and Hansen's contributions support the company's mission to deliver exceptional service.
Previous Experience in Account Management
Prior to joining Freestar, Alex Hansen worked at Sortable as a Technical Account Manager from 2019 to 2021. In this position, he focused on technical support and account management, helping clients optimize their use of Sortable's services. His earlier role at VMware, where he served as a Technical Account Manager from 2016 to 2019, further solidified his expertise in managing client relationships and technical issues.
Background in Technical Support
Alex Hansen has a substantial background in technical support, having worked at VMware in various capacities. He served as a Senior Escalation Engineer from 2009 to 2016, where he handled complex technical issues. Additionally, he managed escalations and customer production down issues as a Weekend Duty Manager, contributing to improved service levels. His experience in these roles has equipped him with the skills necessary to address client challenges effectively.
Education and Expertise
Alex Hansen studied at McMaster University, focusing on Liberal Arts and Sciences, General Studies, and Humanities from 1999 to 2000. This educational background provided him with a broad understanding of various disciplines, which complements his technical expertise in account management and customer support. His diverse knowledge base aids in effective communication and problem-solving in his professional roles.
Achievements at VMware
During his tenure at VMware, Alex Hansen developed a new scheduling process aimed at enhancing weekend staffing coverage. This initiative led to a significant improvement in initial target response rates, increasing from 60% to 95% during weekend business hours. His contributions to process improvement and customer service have had a lasting impact on operational efficiency within the organization.